Director of Operations

$100,000 - $120,000/Yr

IntouchCX - Las Vegas, NV

Full-time - Senior

Las Vegas, NV

Administrative and Support Services

About the position

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. We are currently seeking a Director of Operations who will play a pivotal role in overseeing all facets of our contact center operations. This includes responsibilities such as hiring, training, quality control, reporting, performance optimization, and partner services. The ideal candidate will be a fearless leader with a strong drive to deliver extraordinary results and foster a bold and competitive culture within the organization. As the Director of Operations, you will be responsible for driving best practices across all areas of responsibility, ensuring proper planning, staffing, training, and development is achieved across all teams. You will oversee ramp-up drives and goals, create action plans for continuous growth and improvement, and ensure client satisfaction. Your role will also involve driving results and performance optimization through client-specific internal KPIs and financials, while ensuring that Service Level Agreements are met with optimum quality and service. You will be tasked with directing and auditing adherence to corporate policies and processes, while also honoring client-specific policies and processes. Additionally, you will support and drive the IntouchCX culture within teams and at our campuses, integrating partner culture, motivating and inspiring teams, and building trusting relationships throughout the organization. In this leadership position, you will partner with stakeholders across the organization to ensure consistency within operations, maintain a close auditing cadence through reporting, observations, and personal contact, and work directly with Operations Workforce Optimization teams to deliver client staffing requirements. This role is essential for maintaining the high standards of service that IntouchCX is known for, and for driving the company’s continued growth and success in the industry.

Responsibilities

• Drive best practices in all areas of responsibility
• Ensure proper planning, staffing, training, and development is achieved across all teams
• Be responsible for ramp-up drives and goals
• Create action plans for continuous growth and improvement, business development, and client satisfaction
• Drive results and performance optimization through client-specific internal KPIs and financials, ensuring Service Level Agreements are met with optimum quality and service
• Direct and audit to ensure adherence to corporate policies and processes, while honoring client-specific policies & processes
• Support and drive the IntouchCX culture within teams and at our campuses, while integrating partner culture
• Motivate and inspire teams, building trusting relationships throughout the organization
• Develop and execute motivational incentives on the floor
• Partner with stakeholders across the organization to ensure consistency within Operations
• Maintain close auditing cadence through reporting, observations, and personal contact
• Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

Requirements

• Post-secondary diploma or degree with a major in Business
• 7 - 9 years of experience in contact center leadership, including managing cross-functional teams
• 5 years of relevant experience in client relationship management
• Experience in analyzing/influencing profit & loss statements and performing cost analysis
• Experience with maintaining and developing operational statistics, financial management information, and results reporting
• Excellent communication skills (listening, verbal and written) with the ability to communicate with various positions and departments
• Excellent organizational and time management skills with the ability to work under tight deadlines
• The ability and motivation to meet program and internal business KPIs
• The ability to implement change and innovation throughout teams

Benefits

• Health insurance
• Dental insurance
• Paid time off
• Vision insurance
• Opportunities for advancement